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KACE Systems Management Appliance 14.0 Common Documents - KACE Service Desk Administrator Guide

About the KACE Service Desk Getting started
Configuring the appliance
Requirements and specifications Power-on the appliance and log in to the Administrator Console Access the Command Line Console Tracking configuration changes Configuring System-level and Admin-level General Settings Configure appliance date and time settings Managing user notifications Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring session timeout and auto-refresh settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Configuring Mobile Device Access Enable fast switching for organizations and linked appliances Linking Quest KACE appliances Configuring history settings Configuring Content Security Policy
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO Deploying the KACE Agent to managed devices Using Replication Shares Managing credentials Configuring assets
About the Asset Management component Using the Asset Management Dashboard About managing assets Adding and customizing Asset Types and maintaining asset information Managing Software assets Managing physical and logical assets Maintaining and using manual asset information Managing locations Managing contracts Managing licenses Managing purchase records
Setting up License Compliance Managing License Compliance Setting up Service Desk Configure the Cache Lifetime for Service Desk widgets Creating and managing organizations Importing and exporting appliance resources
Managing inventory
Using the Inventory Dashboard Using Device Discovery Managing device inventory
About managing devices Features available for each device management method About inventory information Tracking changes to inventory settings Managing inventory information Finding and managing devices Registering KACE Agent with the appliance Provisioning the KACE Agent Manually deploying the KACE Agent Using Agentless management Adding devices manually in the Administrator Console or by using the API Forcing inventory updates Managing MIA devices Obtaining Dell warranty information
Managing applications on the Software page Managing Software Catalog inventory
About the Software Catalog Viewing Software Catalog information Adding applications to the Software Catalog Managing License assets for Software Catalog applications Associate Managed Installations with Cataloged Software Using software metering Using Application Control Update or reinstall the Software Catalog
Managing process, startup program, and service inventory Writing custom inventory rules
Deploying packages to managed devices
Distributing software and using Wake-on-LAN Broadcasting alerts to managed devices Running scripts on managed devices Using Task Chains
Patching devices and maintaining security
Using the Security Dashboard About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Windows Feature Updates Managing Dell devices and updates Managing Linux package upgrades Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with monitoring Working with monitoring profiles Managing monitoring for devices Working with alerts
Using the Service Desk
Configuring Service Desk Using the Service Desk Dashboard Managing Service Desk tickets, processes, and reports
Overview of Service Desk ticket lifecycle Creating tickets from the Administrator Console and User Console Creating and managing tickets by email Viewing tickets and managing comments, work, and attachments Merging tickets Using the ticket escalation process Using Service Desk processes Using Ticket Rules Run Service Desk reports Archiving, restoring, and deleting tickets Managing ticket deletion
Managing Service Desk ticket queues About User Downloads and Knowledge Base articles Customizing Service Desk ticket settings Configuring SMTP email servers
Maintenance and troubleshooting
Maintaining the appliance Troubleshooting the appliance
Appendixes Glossary About us Legal notices

Enable email ticket creation

Enable email ticket creation

You can enable users to create and manage Service Desk tickets using email.

1.
Go to the Service Desk Ticket Detail page:
a.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
b.
On the left navigation bar, click Service Desk, then click Configuration.
c.
On the Configuration panel, under Email Configuration section, click Configure queue email settings.
d.
Click the name of a queue.
2.
In the General tab, add a valid email account, such as Support@mydomain.com, where users can send email to create tickets.
3.
Add the email address to the Alternate Email Address field.
4.
Select the Allow all users as submitters check box.
5.
Select the Accept email from unknown users check box.

If Accept email from unknown users is enabled in the queue configuration, any email sent to the Service Desk queue to create a ticket is allowed to set the Submitter field. In this case the username must be passed in the @submitter token and is that of an existing user, or is the current email address if it is an unknown user.

If Accept email from unknown users is disabled, the preceding process works only when the email address of the sender is already associated with a Service Desk user account.

6.
Click Save.

Tickets created from email messages receive the default values for Impact, Category, and Priority as configured on the Queue Detail page. The body of the email message is added as a comment. The Submitter field is derived from the sender’s email address.

Create a ticket by email

Create a ticket by email

You can quickly create a ticket by email when you specify the name of the ticket template in the email subject line.

Any replies made to the original email thread used to create a ticket, or to the emails sent from Service Desk associated with the ticket, appear on the ticket's Comments tab. For more information, see View ticket comments.

1.
Log in to your email account and create a new email message.
2.
In the email subject line, specify the ticket template name enclosed in braces. For example: {Printer Issues}.
If you do not specify the ticket template, the appliance uses the default ticket template associated with the queue.
3.
Describe your issue in the email message, and send it to the email address associated with the queue the specified ticket template belongs to.
For details on how to configure queue email settings, see Configure queue-specific email settings.
4.
When you receive an email confirmation from Service Desk, click the link in the email to review the ticket contents.
The Ticket Details page appears, displaying the newly created ticket.
5.
Make any changes, as required.
For more information about editing the ticket page, see Create tickets from the Administrator Console Ticket page.

Modifying ticket attributes using email

Modifying ticket attributes using email

You can change ticket attributes by email using variables that contain the @ symbol at the beginning of email messages.

Any text after the last email variable is added to the ticket Comment field.

For example, the following email text closes the ticket, changes the ticket owner, and adds a comment:


@status=closed
@owner=joe

I fixed that problem. If it happens again, talk to Joe.

Invalid fields and field values produce errors that are emailed back to the sender using the email error template. For more information on email templates, see Configuring email triggers and email templates.

Clearing a ticket field using email

Clearing a ticket field using email

You can clear any field by sending an email with the prescribed syntax.

The syntax takes the form @fieldname=. For example, the following entry clears the Due Date field:


@due_date=
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